Avaya

JANUARY 29, 2019

Automated Quality Management – Automate the entire quality management process, from scoring evaluations to assigning coaching. Coaching – Out-of-the-box workflow for scheduling, delivering and tracking coaching.

Customer Experience 67

Customer Experience Coaching Contact Center Quality management 67

NICE inContact

NOVEMBER 9, 2018

Consider a quality management solution that will let you observe agents as they interact with customers and allow you to score interactions using a standardized evaluation form and to provide systematic coaching and teaching. In addition, consistency in following contact center processes is key to optimizing FCR.

Contact Center 49

Contact Center Contact center software Benchmark First call resolution 49

Avaya

JANUARY 26, 2018

Financial services institutions—specifically investment firms, credit institutions and trading venues—are subject to MiFID II, including companies that are headquartered outside of the EU but do business there ( for a more thorough overview, see this blog by industry analyst Sheila McGee-Smith ). Recording Regulations: Raising the Bar.

Government 51

Government Coaching Contact Center Quality management 51

Fonolo

MAY 7, 2015

This means being present for your teams to provide support and advice, for coaching and development, and to essentially guide them to success. Handpicked related content for you: Top Customer Service Blogs to Read in 2020. Coach and Teach, Don’t Preach. It’s an essential part of quality management in a call center.

Call Center 126

Call Center Management Contact Center Coaching 126